FAQ for the Banff Caribou Lodge & Spa

To make your booking experience as easy as possible, we have answered your most common questions!

Cancellation Policy
What is your cancellation policy?

We offer free of charge cancellations at any time, up until 72 hours before you’re due to check in. In other words, you have until 4pm (Mountain Time) three days before you’re due to arrive. 

If you cancel within 72 hours (or don’t show up) then you will be charged our standard cancellation fee. This is the total of the first night of your stay, plus tax.


Deposit Policy
Do I need to pay anything upfront when I reserve my room?

There is no deposit required! All we need is a credit card on file (sorry, no debit cards) as a guarantee on the room and the ability to enforce our cancellation policy. If you have booked three rooms or more, please see the group bookings section below.

Group Bookings
I need to make a reservation for three (or more) rooms. Is there anything more I need to do?

Well, it depends. If you want to make a group of bookings for a function, or an otherwise larger group, please call the Reservations Team directly on 1(800) 563-8764. Otherwise, the only difference is that we require a deposit of the first night of your stay plus tax for each room. If you still aren’t sure, feel free to call our Reservations Team.

Modification Policy
Something has come up and I need to modify my booking. Is that okay?

Sure! But you need to know a few important things. Making a modification can change the price of your booking along with a number of other changes. We highly recommend calling or emailing our Reservations Team on: 1(800) 563-8764 or reservations@bestofbanff.com

Check In | Check Out Times

When can I check in? When do I have to leave by?

Easy! You can check-in any time from 4pm onwards, while check out is by 11am.

On check-in a pre-authorization equal to your total anticipated stay, plus a $100 deposit for incidentals will be placed in a “holding-state” on your credit card. On checkout, if you use your credit card to pay for the room, the room amount will be processed and the deposit will be released. Credit card holds usually take 3-10 business days to clear. If after 10 business days the amount has not cleared, we advise you to contact your credit card company directly.

Is there parking available onsite?

Yes there is! We have an onsite parkade with quite a few space, but please be aware that parking spaces aren’t allocated. This means that it’s first come, first serve and on busy weekends, public holidays and during Summer, we highly recommend leaving your car and walking, cycling or taking a bus to travel around town. The height limit is: 6′ 4″ or 1.93m.  

Where is good for Breakfast?

We get it, Breakfast is the most important meal of the day and lucky for you, The Keg onsite restaurant has you covered! Please note, Breakfast is not complimentary.

3rd Party Bookings
I booked online with Booking.com/Expedia/Hotels.com and I need to cancel/modify my booking. Can I do it through you?

Usually, you will be provided with a link to modify or cancel your reservation directly through the website of the company you booked through. Failing that, you can call our Reservations Team on 1800 563 8764 and they should be able to assist you further. 

Early Check In
I’d really love to arrive earlier than 4pm. Can I request an early check-in?

Sadly we aren’t able to make any guarantees. We recommend putting a note in when completing your booking or calling our Reservations Team and making a request that way. If your room isn’t ready when you arrive, we would be happy to hold onto your bags in the meantime.

Pet Policy
I’ve got a furry friend, can I bring him/her with me?

As much as we would love to have ALL the pets, we only have very specific numbers of pet-friendly rooms available. Please call our Reservations Team who will be able to confirm whether we have any rooms available. Our standard pet fees apply which is $25 per pet, per night plus tax!

Pool Hours
Your indoor pool looks terrific! What are its opening hours?

First off, thank you! The pool is open from 7am until 11pm.

Travelling in Banff
Is there a local bus so I can get around without driving?

Certainly there is, it’s named Roam Transit and they’re a great way to get around. We offer complimentary (yes, FREE) bus passes for the local Banff Roam Lines. If you want to see their list of services, please check out their website: roamtransit.com

How to get to Banff
So uhhh, how do I get to Banff?

For the best information, we recommend having a look here! banffcariboulodge.com/location